Never misses a beat. 2 Will your outsourcer: offer a truly bespoke service to meet your specific...
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Transcript of Never misses a beat. 2 Will your outsourcer: offer a truly bespoke service to meet your specific...
never misses a beat
2
Will your outsourcer:
• offer a truly bespoke service to meet your specific needs?
• be focused on improving your bottom line and adding value?
• understand your customers needs and ensure they are met?
• be easy to work with, open and responsive?
• be fully responsive to your change in requirements?
• support your CSR goals?
never misses a beat
Some questions for you
Overview
Sambora is a high quality, cost effective provider of outsourced contact center services
and solutions.
We chose Guyana in South America, on the edge of the Caribbean, mainly because of its
high quality people for whom English is its first and only language, spoken with a neutral
accent.
We focus on maintaining high levels of quality throughout the business, with reliable and
secure technology, recruiting, training and retaining the best people, whilst
implementing processes of an international standard.
The origins of the business lie in sustainable development and is a core objective of the
company.
3never misses a beat
Our Location
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Guyana:
50 Minutes to Trinidad & Barbados, 4 hours to Miami and 5.5 hours to New York.
never misses a beat
Georgetown, GuyanaTrinidad
Barbados
Miami
LondonNew York
San Francisco
• English, the country’s first and only language, spoken with a neutral accent.
• University educated workforce available, all of whom are within 1 hour’s travel from
Sambora, with nearly 90% of applicants female, aged 20-25.
• High in country unemployment
• Extensive Broadband Capacity
• Eastern US time zone (-4 GMT)
• Stable exchange rates
• Full Government support
• Expansion capability to 5000 seats
• Contact Center sector is growing annually by 40%
• Liberalization of telecommunications sector underway
• Sambora created from National Low Carbon Development Strategy
5never misses a beat
Why Guyana
• Live Agent Outbound / Inbound Call Center Services
• Lead Generation, Sales, Customer Services, Customer Care, Help Desk, Technical and Sales Support
• Voice, Chat, Media Handling and Social Media Monitoring
• B2C and BCB
• Industry verticals include:
What We do
• Telecommunications • Utilities • Finance • Charities• Retail and Internet
Quality is at the heart of everything we do:
• Solutions tailored to client needs – one size does not fit all, client fully . involved in feedback process
• International quality accreditation – due for ISO-9001 Audit
• PCI compliance central to business: secure technology gateway to payment service providers; uninterrupted call recording for auditing; FCA and PRA compliance; strict regulation on people and property access to center
• Focus on quality assurance and training
• Measure what we do and tell you
• Experienced management team fit for purpose – over 100 years combined . managing contact centers
• Tried and tested recruitment process – right people first time
• Rigorous performance management – target and service orientated culture
• Proven technology – reliable, secure, redundancy, modular and future proof
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Our Approach
never misses a beat
Chief Executive Officer Fraser Wheeler
Commercial Director Faizal Khan
Team Managers Nkechi Carter Nick Bullen Shadee Fredricks
Data Manager Paul Mc Kenzie
HR ManagerMax Persaud
Core Trainer Michelle Kinsanally
Technology Manager Pradeep Ramoutar
Director of Strategy & Innovation
Glenn Hurley
Account Operators
Company Structure
Chief Financial Officer Kads Kahn
Quality Manager Sekou Belle
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Board of Directors
Non-Executive Adviser Derwyn Jones
Operations Manager Shane Pearce
Recruitment & Selection
• Recruitment based on client need
in ..skills, knowledge and experience
• Rigorous process of selection
• Continuous assessment
of . ..performance
• Selection process adapted
as ..necessary to
performance ..assessments
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Cost Comparison
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CountryOutbound Cost / Hour($ US) (₤ GR) Key Benefits Key Issues
USA
UK
25 15
India 15 - 16.50 10.00 Established marketScalabilityTechnical skills
Increased costsDemand for quality peopleNon neutral accentExchange rate fluctuationHigh agent attrition
South Africa 15 - 17 10.50 Established marketScalabilityEnglish speakingGMT Time zone
Increased costsDemand for quality peopleExchange rate fluctuation
Philippines 13 - 16 9.00 Established MarketScalabilityCost Competitive
Non neutral accentTime zone issuesDemand for quality peopleExchange rate fluctuationHigh agent attrition
Jamaica 12 - 14.50 8.50 English SpeakingTime zone GMT-5hrs
ScalabilityAvailability of workforce
Barbados 14 - 15 9.00 English SpeakingTime zone GMT-5hrs
ScalabilityAvailability of workforce
Guyana
12 – 13.50 8.00 *
US $1.60 = ₤1.00 *
*Globally competitive inbound rates available on request.
Neutral English accentWell educated workforceCost competitiveGovernment supportExtensive broadband capacityEastern US time zone GMT-4hrsStable US$ - G$ exchange rateExperienced Management team
Relatively New Market
System & Network Capability
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Highlights include:
• Dedicated fibre optic from Georgetown to Miami, with maximum redundancy.
• Private cloud-based technology platform with full flexibility and international connectivity via private network to Miami NAP of Americas
• Entire private network monitored and managed on a 24 hour basis
• Full multi-media capability e.g. web chat
• Non-internet based service & broad band optimization ensures highest voice quality and data security
• PCI compliance: fully compliant gateway to payment service providers offering protection from risks of payment and data compromise and fraud; and uninterrupted call recording for auditing, FCA and PRA compliance.
• Secure campaign monitoring for client in real time • CRM integration, Data Analysis and Answer Machine detection
• In-bound skill-based call routing and Intelligent IVR
• Full voice in-bound capabilities including messaging and music on hold
• US numbering options including local or toll free (and other international destinations)
never misses a beat
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Our Network
never misses a beat
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Directors
Ralph Ramkarran is the Senior Partner in Cameron & Shepherd, Guyana’s oldest and best
known law firm. He is both the former Speaker of the National Assembly and an Executive
Member of the People’s Progressive Party/Civic, the political party currently in Government.
never misses a beat
Glenn Hurley – Director of Strategy and Innovation
Glenn has worked in senior contact centre roles for the last 30 years, including as
President of SITEL Asia Pacific. Highlights included his winning and handling of the
world's largest out-sourcing deal, with The Microsoft Network (Msn). In 2000 he
helped launch Port@l, which quickly became the fastest growing UK contact centre
business of its time.
Ralph Ramkarran – Chairman
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Directors
Faizal Khan – Commercial Director
Faizal Khan is a young entrepreneur with recognized marketing expertise, who’s
most recent success came on BBC hit TV show Dragon’s Den, when he secured a
substantial investment from Dragon billionaire James Cann for his Guinness Book of
Records World’s Smallest Car, the Peel P50.
never misses a beat
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Senior Staff
Shane Pearce (BSc) – Out-bound Manager
Shane has a proven record in Contact Centre operations management based on
extensive experience in data analysis, strategic campaign management and staff
leadership. Shane has impressed a number of blue chip clients with his grasp of
diverse operational issues and his ability to find solutions consistently that are
bespoke to the client. He has shown capacity to get the most out of his teams and to
link them highly effectively to meet client needs.
never misses a beat
Kads Kahn – CFO
Kads, both a Banker and a Chartered Accountant, served as a Shadow Minister
and front bench Member of Parliament in Guyana and is a former Central
Executive Council member and Treasurer of the PNC , the main Opposition Party.
He was a founding director of Demerara Bank Ltd., the first private sector
indigenous bank in Guyana. He trained Bankers and Accountants in the City of
London and is currently involved in businesses on both sides of the Atlantic.
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Senior Staff
Max Persaud – Compliance Manager
Max has served as an internal quality auditor with Royal Dutch on managing ISO 9001 and
with Philips, Siemens and Brown Bovri in Canada, China and Singapore; and a large Contact
Centre in India. A specialist in supply chain management for over 27 years, he lectured at
colleges in both Canada and Guyana, in International Business and Trade Compliance. Max is
at the forefront of Sambora’s quest to achieve the highest international standards of quality,
as reflected in its soon to be ISO 9001 Audit.
never misses a beat
Sekou Belle - Quality Manager
Sekou has relevant management experience and currently oversees quality. His real
time, client facing management role incorporates quality control and superb customer
service. His planning and problem solving skills, coupled with sound strategies ensures
customer satisfaction.
Sustainability
• Origins of Sambora lie in Guyana’s Low Carbon Development Strategy
• Creation of sustainable jobs: staff well paid and well trained with good prospects, based on business providing high levels of quality and value added to clients
• Off-setting our carbon emissions through project support to Iwokwama, a million acres of pristine forest in Guyana
• Support for our local community West Ruimveldt – employment, support for entrepreneurship, recycling, mentoring and community development.
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Clientele
• English is our first and only language
• Our staff have a cultural affinity to the US
• Quality and compliance at the heart of the business
• Easy to work with, open and approachable
• Tailored client approach
• Performance management exemplary
• Technology that delivers
• Full support from the Government of Guyana
• Globally competitive on cost
• Sustainability lies at the heart of our operation
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Why Work With Us
never misses a beat
The benefits
• We know your business. Our team has experience with every main
vertical.
• We are constantly working on ways (e.g. social media) to provide
better support, more customer retention and more sales of your
products and services.
• We have highly professional and experienced account management
and support teams
• We strive for the best in customer experience in everything we do
• We partner with great international support companies
• We tailor our service closely to your on-going needs
We are the out-sourcer with a difference.
never misses a beat